Royal Reels Casino - Player's deposit was not credited to his casino account.

 made a payment for $98.43 on 26th July which was for royaleels casino and it said the payment failed but it didn't and it was taken out of my account and I have since contacted royalreels to pay me the money but they said they never got the money! They have not been helpful they told me to wait until the payment had cleared initially, so I did that, then they told me accounts would contact me! They told me that they hadn’t received it and that the money would go back into my bank, but I told them that that is absolutely untrue as the payment has cleared and there would be no reason for it to be returned! Then they abruptly end the conversation not even letting me discuss the issue! I have since contacted them at least 6 times with the same response! Accounts will contact me, 2 days later I wrote again saying that accounts hadn’t contacted me and then the lady rudely told me payments not been received and ends the chat!

Dear aaaaangelaanaconda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

I definitely will not be using this casino again I've tried to contact the third party payment provider but they don't respond, it's a Nigerian company so I don't have high hopes! I literally just finished lodging a dispute with my bank due to paying for a service or product and not receiving it! Hopefully this is quicker! I'm so annoyed at how dismissive they were and literally didn't care about what I was saying to them! Really stupid on their behalf when I gamble around $2k per week on average! Their loss! I mostly just submitted this complaint so others could be wary about using this casino

Do I understand you requested a chargeback in your bank on the transaction?

While understandable I would like to emphasize this step might cause you issues in the future if you decide to play in other online casinos.

I would recommend avoiding such actions in the future unless absolutely necessary.

Also, if you confirm you did request a chargeback we won't be able to mediate your issue going forward.

Please let me know about your decision. I'll await your reply.

Dear aaaaangelaanaconda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry I didn't see your reply!

No I didn't request a chargeback because I didn't want to be banned from all the sister sites!

They still refuse to accept that the money was paid! Still saying that it will bounce back into my account 🤦‍♀️ I don't even know what to do! I've tried contacting the company that processes their payments on several occasions but I get no response

Thank you very much, aaaaangelaanaconda, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, aaaaangelaanaconda!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

OK sure no worries

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

aaaaangelaanaconda, we have successfully reached out to the casino representative. According to the received information, your deposit had been processed by the payment provider, but was, for some reason, declined by the casino. By now, the sum of the deposit should be in your casino account. Please, confirm it! Also, Casino representative sends their sincere apologies to you. They let us know that the issue that caused your problem is fixed and will not happen again.

Dear aaaaangelaanaconda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.